Monday: 10am – 5pm
Tuesday – Friday : 9am – 5pm
If you are not satisfied with any aspect of your Arrangements please let us know as soon as possible:
- If your complaint is about your initial booking made in resort then please contact the representative that you booked with before leaving resort.
- If your complaint is about your booking that you made over the phone or about your invoice then please contact the hotline.
- If your complaint is about something that has occurred when you are at the Event then you must contact a member of TWSTD Festival team at Guest Services where you must obtain an Incident Report Form and reference number that logs your complaint.
In all cases, we will do everything reasonably possible to sort the problem out. If you are still not satisfied then please write to our offices in the UK within 28 days of making your booking (if you have a complaint about the booking of your Arrangements) or within 28 days of returning home from the Event that you attended (if you have a complaint relating to the Event itself).
If you have special circumstances which prevent you from writing to us then, where possible, we will accept details of your complaint over the telephone.
The webform to send complaints to is: www.thomascook.com/customer-relations
If you do not follow the above procedures and do not complain within 28 days of making your booking or after the Event that you attended, this may reduce or extinguish any rights you have to claim compensation from us, or from any relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures, you or we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered.
It is difficult and sometimes impossible to properly investigate a complaint if we are not told about it as soon as your trip is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after your trip, prevent us from carrying out a proper investigation.
We are a Member of ABTA, membership number V6896. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.